There were 6-8 "what if" and "what would you do" questions. ie "give me an example of how you went above and beyond to help a customer" ? The interview also consisted of some scenario questions, angry customer, customer who was crying, and I had to describe how I would react in that situation.
I used examples from my past. It would be wise to get a lot of these and similar situations in tour mind, the interview consisted entirely of this type of questions. It does help to "know" someone on the inside. After my initial call from the recruiter, I was unable after several attempts to contact him until I reached out to an Aetna employee. It was then that I was immediately contacted, interviewed and offered a job. All within 10 days. Minder